Zendesk Suite
ZendeskExternal reviews
6,538 reviews
from
and
External reviews are not included in the AWS star rating for the product.
The team was prompt and knowledgable
What do you like best about the product?
I liked that you don't have to stay online during the chat and can leave the site, come back, and continue on with the support. I also like that you can review all of your tickets from the past. I also liked that they follow up if you don't respond after a time period.
What do you dislike about the product?
The only part that I dislike is not being able to schedule a call or meeting with a live individual. Sometimes it is easier to explain over the phone what the situation is. I understand that we need to keep most support with chat bots and services online, but a live meeting would sometimes be easier.
What problems is the product solving and how is that benefiting you?
We are just now getting started to configure our Zendesk so the support we have needed has to do with configuration and custom fields that we need for our organization. We have also needed help with redirecting URLs to the Zendesk portal for our customers.
Best CRM
What do you like best about the product?
The simplicity of the software and the availability of the service
What do you dislike about the product?
The triggers and the complexity of the set up them
What problems is the product solving and how is that benefiting you?
The tracking of the issues of my customers
Recommendations to others considering the product:
The availability of the support they will never let you alone.
Swift turn around on chat
What do you like best about the product?
I needed support recently and I was picked up on chat rapidly for a quick resolution of my issue.
What do you dislike about the product?
It's quite a complex system. The menu can feel tricky to navigate.
What problems is the product solving and how is that benefiting you?
Knowledge base, ticketed support, automations.
Our #1 crucial business tool
What do you like best about the product?
The ticket management options are great and knowing that our responses are sent first time everytime and are stored within easy reach has helped our business grow.
What do you dislike about the product?
It would be perfect if out of hours support was expanded.
What problems is the product solving and how is that benefiting you?
Zendesk Support Suite helps us manage every customer interaction in one place.
Excellent Zendesk Support Chat
What do you like best about the product?
They were super helpful, fast and walked me through every single step.
What do you dislike about the product?
Zendesk features are not as clear sometimes.
What problems is the product solving and how is that benefiting you?
assigning my tickets correctly and setting up triggers easily. It is helping me in making our workflows easier.
It was very friendly and easy to access and have 24/7 support
What do you like best about the product?
Easy access and simple to install , best service is provided with capable staff to help the user in time . Feel like well on hands experience before.
Ability to provide as much customization as particular business units require to meet their specific needs2. Ability to develop macros and automation to save agent time and allow consistent responses in multiple languages 3. The ease of integrating third-party systems and enriching submitted data in cases in order
Ability to provide as much customization as particular business units require to meet their specific needs2. Ability to develop macros and automation to save agent time and allow consistent responses in multiple languages 3. The ease of integrating third-party systems and enriching submitted data in cases in order
What do you dislike about the product?
case management system is done poorly. You cannot update a ticket once it is past the 30 days, which results in potential incorrect data.
It doesnt have AI capabilities as been introduced recently in some solutions but doesnt really harm the experience.
This Tool does not offer the ability to generate mass emails to create campaigns this we have to do through another platform.
It doesnt have AI capabilities as been introduced recently in some solutions but doesnt really harm the experience.
This Tool does not offer the ability to generate mass emails to create campaigns this we have to do through another platform.
What problems is the product solving and how is that benefiting you?
Still not i was good about the support, have yo check again in the sense of finding faults, and let you know in some away if i find, i wish i could not find anything as i belive in service and performance
Quick Resolution to what I thought was a confusing problem
What do you like best about the product?
The problem was immediately understood and addressed. I didn't have to waste any time explaining the issue I was facing, it was just immediately understood and the support agent went to work to help resolve it.
What do you dislike about the product?
Nothing to dislike from the support perspective. The UI is a little clunky for the workflow we were running into though. We get CC'd a lot in emails between multiple businesses, and when we respond to those emails while in CC it creates an email loop with suspended tickets. To combat that now our agents must continuously remove ourselves from CC on the email and it could frustrate the end-user because their email experience is different from our own.
What problems is the product solving and how is that benefiting you?
We get CC'd a lot in emails between multiple businesses, and when we respond to those emails while in CC it creates an email loop with suspended tickets. To combat that now our agents must continuously remove ourselves from CC on the email and it could frustrate the end-user because their email experience is different from our own. The workaround ZD gave us works for now, but it would be nice for a long-term solution to how the CC email loop is handled to be released.
Recommendations to others considering the product:
If you have a customer support team that needs robust tools Zendesk is a perfect solution .
Great platform
What do you like best about the product?
Platform works well and is feature-packed
What do you dislike about the product?
Support could be more responsive and timely
What problems is the product solving and how is that benefiting you?
Supporting internal ticket flow
Comprehensive learning platform
What do you like best about the product?
All the answers to my questions are in one place thanks to Zendesk support suite. Answers are easy to find and I love the ZD integration of our company's support suite articles
What do you dislike about the product?
It was easy to go down the figurative rabbit hole in Zendesk support suite because there are articles and trainings not only for my role (support) but for admins as well. After a couple of training videos I realized these were not applicable to my role. However, it was not a waste of time as this was nice to obtain a high-level view of the platform
What problems is the product solving and how is that benefiting you?
So far Zendesk support suit has helped me answer the "basic" questions I have that way I didn't need to ask my colleagues or supervisors. It was satisfying to be able to find the answers to questions on my own thanks to Zendesk's comprehensive articles and trainings
Recommendations to others considering the product:
Zendesk is worth it! Onboarding has been so simple and straightforward thanks to this platform
User friendly, intuitive
What do you like best about the product?
Features are well thought out and are easy to use. It is straightforward to adapt to all kinds of companies' needs that will provide very good customer service.
What do you dislike about the product?
The way to add features seems very complicated. It feels like you need a coding class to comprehend how to add certain features. Maybe offer a live assist to your customers so they can immediately find a way to resolve their issues at hand.
What problems is the product solving and how is that benefiting you?
I was about to resolve an issue with the configuration of the software. The representative did a throughout follow up. Making sure everything was ok. Which I very much appreciated
showing 991 - 1,000